Support Specialist

Creative Realities • Louisville, KY

4d

About The Position

The Support Specialist, Level I, manages and resolves issues affecting customer networks. The role generates, prioritizes, and processes technical support and service tickets; identifies alarms; performs basic diagnostics; and routes requests to Level II or III Support teams, the PMO group, or field service technicians. The specialist notifies appropriate parties when parts need to be ordered and retains ownership of fault reports unless relieved by senior staff. The role monitors actions, progress, and SLAs, and proactively escalates identified problems.

The position also handles ticket quality control and administrative updates to customer information and documentation, including Customer Service Manuals and contact lists, based on information provided to the company. The specialist receives and owns customer service requests, administers tickets in the service management system, and monitors field and logistics requirements. Duties include client network and endpoint monitoring, customer communications, remote troubleshooting, service dispatch coordination, vendor coordination for warranty claims and replacements, and preparation of quotes for out-of-warranty equipment replacement. The role participates in an on-call rotation and requires sitting for extended periods and reading computer screens.

Requirements

• At least 2 years of previous experience in a help-desk or call-center environment.
• Diploma or equivalent required.
• Knowledge of various operating systems and basic IT terminology, including Windows, iOS, and Linux.
• Familiarity with Microsoft Office applications, including Word, Excel, and Outlook.
• Comfort with multi-line phone systems.
• Computer knowledge and familiarity with PC and audio/visual hardware and components.
• Excellent customer service skills.
• Strong verbal and written communication skills.
• Well-organized and able to multitask.
• Interpersonal skills and willingness to work in a team environment.
• Ability to sit for extended periods and read computer screens.

Nice To Haves

• IT industry experience preferred.
• Familiarity with ticket management and/or CRM systems preferred.
• Networking and IT experience preferred.

Responsibilities

• Monitor client networks and endpoints daily.
• Answer inbound client calls and emails reporting issues, meeting contracted SLAs and company standards.
• Generate service tickets and perform remote troubleshooting using provided scripts.
• Close and complete service tasks and record details on completed service orders.
• Maintain communication with clients throughout the service process.
• Escalate issues to Level 2 and Level 3 Support teams.
• Ensure customer SLAs are upheld and proactively escalate problems when needed.
• Dispatch technicians for required site visits and organize and communicate technician and subcontractor schedules.
• Coordinate with field service technicians on troubleshooting visits and installations, ensuring required documentation and reporting deliverables are available to customers.
• Contact and work with vendors on warranty claims and replacements.
• Create quotes for replacing failed equipment that is out of warranty.
• Follow the company billing process for service tickets with approved quotes.
• Maintain and report on tickets, including ticket review and quality control.
• Update customer information and documentation, including Customer Service Manuals and customer contact lists, based on information provided.
• Receive and own customer service requests, administer tickets in the service management system, and monitor field and logistics requirements.
• Participate in an on-call rotation.

Benefits

• Company-paid individual portion of medical, life, long-term disability, and short-term disability insurance.
• Access to company dental and vision insurance programs.
• Eligibility for a high-deductible health plan with HSA option, FSA, and DCFSA.
• 401(k) program with company-paid match of up to 3% of annual salary.
• Paid time off.
• Holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED